Kelly King

IT Service Desk Analyst

Introduction

I would describe myself as a hardworking individual who works well alone as well as in a team. Having more than 7 years experience in the ICT world and working for multinational business and IT corporations such as IBM and Infosys I have gained a vast array of skills which have equipped me to approach my job with maximum effectiveness .

Work experience

2018current

IT Service Desk Engineer

Lancet Laboratories ELAB

• Documenting support of the client systems.• Ensuring incidents are logged accurately and timely, assigning new tickets promptly to staff, and monitoring to completion to ensure resolution in a professional and timely manner.• Support the Group Network technical infrastructure, Active Directory, Account Creation, License Management, DHCP & DNS Support, • Active Directory Group management, network support.• Conducting root cause analysis of incident resolutions and pro-actively recommending changes to mitigate future risk.• Leading team toward operational excellence by monitoring and reporting on key metrics

July 2015October 2015

Technical Customer Relations Representative

Assisting with all Dutch Customer related queries on our E-commerce websites and online gaming channels, for clients in the Netherlands ,Belgium and Germany.

Assisting with technical game problems and queries.

Explaining to clients how the games work and how to prolong game time. Assisting with banking queries on the players gaming account.

Assisting with technical problems with the games, such as connectivity and login issues.

Up-selling current and new games to active players.

Retaining current players, by introducing exciting gaming promotions and improving the customer service experience by making sure that the player understands the casino and enjoys the games that are on offer. Also by making sure that the player gets a fair play value, by providing free games, loyalty points and free gaming credit.

Reason for Leaving:

Retrenchment of the entire company staff, as the company had been sold to a corporate in the UK and all services moved abroad.